Showing user profile photos in HTML emails

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  • Daniël Nieuwendijk

    Is there a possibility to adjust our email template in such a way, that the user profile photo is shown, but the mail body is not indented? In other words, it would look like this post: profile photo is there in the upper left corner, and body text is unindented.

    I feel it is a waste of screen real estate on mobile devices to indent the body.

  • Brent Burrows II

    It seems that this no longer works after setting up the 'simplified email threading' - can you confirm if this is true, and if there is any chance to bring it back? 

  • Christine Felicia
    Zendesk Engineering
    Hi Brent, user photos not appearing in the Simplified Email threading appears to be an expected behavior as outlined in our article: Understanding the end user experience, as you can see here:

    Original email threading experience:

    While the Simplified email threading experience is more conversational:

    Although I understand that you would like to show the user photos in Simplified email threading, if you have some time, I recommend that you start a post about this on our Product Feedback page. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning.
    You can create a new post in our Feedback - Ticketing System (Support) following using our Product Feedback Post Template.

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